Clarification from the agency

This announcement is open to all U.S. Citizens.

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The VA Midwest Health Care Network advocates for a Whole Health System of care in each of the Medical Centers. This is an approach to healthcare that empowers and equips people to take charge of their health and well-being and live their lives to the fullest. As an employee operating in a Whole Health System of care, you will operate in a model with three core elements, seeking to create a personalized health plan for each Veteran. This is done in the context of healing relationships and healing environments and a connection back to the Veteran's community. This aligns with the Veterans Health Administration (VHA) Mission Statement to Honor America's Veterans by providing exceptional health care that improves their health and well-being.

Major duties of this position include, but are not limited to the following:

• Responsible for scheduling appointments, including interpreting and verifying provider orders in accordance with VHA National scheduling guidelines
• Enters no-show information into computerized system(s)
• Monitors electronic wait list
• Works directly with patients who have been instructed to request a new appointment to schedule the new appointment and provide patient instructions on test preparation, diets and procedural requirements
• Seeks out available appointments with multiple staff members and services to coordinate Telehealth appointments
• Receives, interviews, and routes individuals for either inpatient or outpatient care to the appropriate care team or setting
• Maintains daily contact with professional services personnel giving outpatient/inpatient care to ensure the best possible liaison between patient and health care system personnel
• Accepts telephone calls from Veterans, relatives, service officers, etc. regarding outpatient/inpatient treatment and transportation
• Receives and responds to unclear inquiries concerning a variety of medical, personnel, and administrative matters
• Reviews medical records of outpatients/inpatients to ensure that requested appointments are made for the professional staff and diagnostic services
• Utilizes Appointment Management Supervisor Menu to accurately and appropriately to facilitate efficient scheduling of appointments
• Promptly and accurately initiates and checks on status of referrals, lab and x-ray procedures, completing required forms with appropriate patient identification
• Makes numerous calls each day to coordinate information and actions relating to patient care and services

Work Schedule: Monday - Friday; administrative hours
Telework: ADHOC ONLY (in specific positions)
Virtual: This is not a virtual position
Functional Statement #: 000000
Relocation/Recruitment Incentives: Not authorized
Permanent Change of Station (PCS): Not authorized
Financial Disclosure Report: Not required

Conditions of employment

• You must be a U.S. Citizen to apply for this job.
• Selective Service Registration is required for males born after 12/31/1959.
• Must be proficient in written and spoken English.
• You may be required to serve a probationary period.
• Subject to background/security investigation.
• Selected applicants will be required to complete an online onboarding process.
• Must pass pre-employment physical examination.
• Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP).
• Participation in the Coronavirus Disease 2019 (COVID-19) vaccination program is a requirement for all Veterans Health Administration Health Care Personnel (HCP) - See "Additional Information" below for details.

Qualifications

Basic Requirements:

• United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy.
• Experience and Education.
  • (1) Experience. Six months experience of clerical, office, customer service, or other administrative work that indicates the ability to acquire the particular knowledge and skills needed to perform the duties of the position; OR,
  • (2) Education. One year above high school; OR,
  • (3) Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable.
• Certification. None required.
• English Language Proficiency. MSAs must be proficient in spoken and written English in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.j.

Grade Determinations:

Medical Support Assistant, GS-3

Experience or Education. None beyond the basic requirements.

Medical Support Assistant, GS-4

Experience. One year of experience in clerical, office, customer service, or other administrative work that indicates the ability to acquire the particular knowledge and skills needed to perform the duties of the position; OR,

Education. Two years of education above high school.

Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below:
i. Ability to meet, communicate, and interact with individuals from varying backgrounds and other health care team members in a courteous and helpful manner in order to facilitate medical care for patients.
ii. Ability to use, and navigate between, various types of office automation equipment and software [(i.e. computer systems, web based scheduling programs; insurance collection system; scanning software, multiple line phone systems; electronic faxing programs) to support patient care].
iii. Knowledge of basic medical terminology to assist in the provision of care to patients.
iv. Skill in recording patient messages and understanding physician requests pertaining to follow-up medical care in internal or external clinics.

Medical Support Assistant, GS-5

Experience. One year of experience equivalent to the GS-4 grade level; OR,

Education. Four years of education above high school.

Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below:
i. Ability to operate computerized programs and systems in order to enter, modify, and retrieve sensitive medical and patient identifying information (PII) into or from electronic health records, scheduling systems, and/or reports.
ii. Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients.
iii. Ability to schedule medical appointments in a clinical setting.
iv. Ability to work independently in the accomplishment of a wide variety of duties performing patient support work.
v. Ability to communicate effectively and professionally in person, electronically, and/or by telephone, with internal and external customers.
vi. Skill in customer service with the ability to identify customer concerns, and refer to the appropriate staff, as necessary, to ensure a satisfactory resolution.

All qualifying experience you possess must be clearly described in your application package. We will not make assumptions when reviewing applications. Failure to demonstrate your experience in your resume may result in disqualification. It is strongly recommended that you write to each KSA in your application package.

References: August 1, 2019 VA HANDBOOK 5005/117 PART II APPENDIX G45

The full performance level of this vacancy is GS-5. The actual grade at which an applicant may be selected for this vacancy is in the range of GS-3 to GS-5.

Physical Requirements: The work is sedentary. Typically, the employee sits comfortably to do the work. However, there may be some walking, standing, bending, carrying of light items, etc. No special physical demands are required to perform the work.

How you will be evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE MAY NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. Your application, résumé, C.V., and/or supporting documentation will be verified. Please follow all instructions carefully. Errors or omissions may affect consideration for employment.

Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religions; spiritual; community; student; social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.

The Department of Veterans Affairs performs pre-employment reference checks as an assessment method used in the hiring process to verify information provided by a candidate (e.g., on resume or during interview or hiring process); gain additional knowledge regarding a candidate's abilities; and assist a hiring manager with making a final selection for a position.

It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment.

Veterans and Transitioning Service Members: Please visit the VA for Vets site for career-search tools for Veterans seeking employment at VA, career development services for our existing Veterans, and coaching and reintegration support for military service members.